Manager, Customer Success (Agency)

Muck Rack is the leading SaaS platform for public relations and communications professionals. Our mission is to enable organizations to build trust, tell their stories, and demonstrate the unique value of earned media. Muck Rack’s AI-powered, comprehensive, and integrated platform streamlines the PR workflow to help businesses generate positive media coverage, monitor mentions to manage brand reputation, and analyze PR’s impact on business outcomes. By combining media database, monitoring, and reporting into one dynamic platform, we empower teams to collaborate seamlessly, pitch effectively, and analyze results faster and more efficiently.

Founder-controlled, fully distributed, and growing sustainably, Muck Rack has received several awards for its unparalleled culture and product from organizations like Inc., Quartz, G2, and BuiltIn. We value resilience, transparency, ownership, and customer devotion, and infuse these values into everything we do. 

We’re looking for a strategic and results-oriented Manager, Customer Success (Agency) to join our team and lead our agency-focused customer success efforts.

As our Manager, Customer Success (Agency), your mission will be to drive customer retention, expansion, and satisfaction across our agency customer base while developing a high-performing team of Customer Success Managers. This is a great opportunity for someone who enjoys working closely with customers, leading teams, and bringing structure and consistency to how we manage renewals, risk, and growth.

What you’ll do:

• Lead, coach, and develop a team of Customer Success Managers supporting agency customers across different segments
• Drive Gross and Net Revenue Retention through strong renewal execution and expansion strategy
• Build and maintain relationships with key stakeholders across strategic agency accounts
• Guide your team in delivering consultative value through product expertise, industry best practices, and strategic recommendations
• Forecast monthly and quarterly GRR and NRR with accuracy
• Own and inspect the renewals and expansion pipeline, ensuring visibility into risk, opportunity, and execution
• Identify performance gaps across accounts and implement clear, measurable plans to improve outcomes
• Partner cross-functionally with Onboarding, CX, Product, and RevOps to deliver a consistent and scalable customer experience
• Translate customer feedback into insights that inform product and go-to-market strategy
• Hire, develop, and retain top talent within the Customer Success organization

How success will be measured in this role:

• Achievement of Gross and Net Revenue Retention targets
• Accurate renewal and expansion forecasting
• Growth in expansion bookings within agency accounts
• Strong performance and development of Customer Success Managers
• Positive customer outcomes and long-term account value

If the details below describe you, you could be a great fit for this role:

• 7-10 years of experience in B2B SaaS customer success, account management, or sales roles
• Proven experience managing renewals, expansion, or retention pipelines
• Experience leading or mentoring a team, with a focus on coaching and development
• Strong analytical skills and ability to use data to inform decisions
• Experience working with CRM tools and managing pipeline/forecasting
• Strong communication skills and ability to build relationships with customers and internal teams
• Experience working with agencies or managing agency relationships preferred
• Background in SaaS, MarTech, or similar industries is a plus
• Ability to operate in a fast-paced, distributed environment
• Alignment with Muck Rack’s core values: Customer Devotion, Resilience, Transparency, Ownership
• Proactively incorporate AI tools into day-to-day work to improve productivity and accelerate delivery

Interview Overview

Below you'll find an outline of the interview plan for this role. Please note that this is what we expect the process to look like; we may ask you for supplemental information or require an additional step before making a final decision.

• Intro call with a member of our Talent Team
• A video interview with the Hiring Manager
• Live working session
• Panel interviews with executive team members

Travel & Team Engagement Expectations

This role requires up to 10% travel for team collaboration, customer engagements, and company events. As part of our commitment to building strong connections across our fully distributed team, attendance at our annual company offsite (typically held in Mexico) is e